“i booked a resort in punta cana through travelup july 31, 2 weeks before my trip i decided to call the resort directly because something told me this resort is not open due to covid. when i called the Nickelodean resort they confirmed it has been closed and will continue to be closed until November 1st. travelup kept calling me and emailing me to pay my remainder balance. (to me this is stealing) when i called them back to try to get my refund for the downpayment they said they can not do that because they dont give money back for deposits.my thing is why would you say you have these rooms available when you know you dont that is not ok i have 11 flights allready purchased, now what if i woild have showed up to Punta Cana Nickelodean Resort? what would have happened then?”
“Appalling company - never again would I use them. BA cancelled our flights some weeks ago. Tried every way to contact Travelup - no way of getting though by phone. emails ignored, their own contact forms ignored. Email direct to CEO ignored but then he is very busy trying to blame everyone else rather than sort his own miserable company out. Finally got to speak to someone after a forty minute wait, took all my details and the n said he would have to put me through to another department - after a ten minute wait on hold listening to the glowing adverts about how great this dismal company is guess what phone cut off.. No one phoned me back - what a surprise. Started again today and I finally spoke to a real helpful person. He admitted that nothing had been done over the weeks I had emailed and sent contact forms.He emailed me back to confirm that at last Travelup have submitted a request to BA for a cash refund but don't expect anything for 4-6 weeks and please don't email back for 6 weeks! Add to this Travelup have now introduced retrospective changes to their T&Cs so that they can deduct a fee of £50 to cover admin costs.The worst customer service I have ever experienced.- NEVER AGAIN WILL I USE THIS COMPANY. One star only because I cant give lower grading”
“I would give this company 10 negative zeros if I could!!! Very shady business practices. I booked a resort through Trivago with this company and no where throughout the booking process do they detail that deposits are non-refundable immediately upon reserving. Im talking even two minutes after booking. I made this reservation and within less than 12 hours the group decided to cautiously hold off on the trip due to coronavirus concerns. It is not until you reserve that you get an email that details their cancellation policy which is not very useful. They are essentially robbing people. I called them immediately and no one answered then received a poorly explained email. When I called back the customer service is horrible, the rep actually lied and said there was no supervisor available and to email them and someone would respond. This company shouldn’t even be in business. Shame on Trivago for associating themselves with this unethical business and making their customers vulnerable to predatory practices. I will stick with Booking.com moving forward. Never had an issue with them bouncing me to shady sites. Stay far far away from this company!”
“I called today and ref Fleming Greyson answered within 2 rings ...he was very helpful and advised me what to do regarding my refund for cancelled flights...I received an email within minutes and replied with my answer...he advised 6-8 weeks for refund.
Very helpful”
“Awful no response to emails or contact forms. 49 minute wZit to speak to someone who takes all details and then says you need to speak to a different dept I will put you through another 10
Minutes of listening to prerecorded adverts for travel up and phone cuts off. Even emails to CEO ignored. Today finally spoke to Fleming Grayson who took responsibility and submitted my claim to BA. Now have to wait 4-6 weeks! Well done Fleming but Travelup - never again”
“Making money from covid.
Have used travel up many times, all good when things go right.
Booked flights which were cancelled because of covid. Paid £568.76
Immediately agreed to accept vouchers as intended to book with them again.
Heard nothing for ages, so again confirmed vouchers would be acceptable, confirmed this once again by e mail.
Recieved an e mail stating they were refunding (no mention of vouchers) payment.
They refunded £407.61, which left £161.15
On complaining and waiting again a long time,recieved a further £111.15
No explanation, no apology. Still withheld £50.00 even though we had always agreed to receiving vouchers, this they said would be for full payment.
No reply to any e mails now.
Son booked same trip for whole family through Netflights, refunded in full, £1662.10 with excellent communication.
Daughter booked through. Flysharp, refunded in full, £400.91
Keep receiving generic e mails from Travel up CEO, saying how wonderful they are, no chance of response.
Am now in process of taking to small claims court to claim back so called admin fee, as I have proof any additional admin was of their making.
Terrible service, will never use again.”
“So I had no intention of cancelling but Covid-19 put a stop to us going to Spain. Couldn't get through on the number, rang but didn't take messages, so thought it was a scam. No reply to my first email, Sent a few emails in a row asking to cancel, did get a response but charging a fee. I know they said if we choose to cancel, we pay a fee, but guys with Covid, you are probably the only company that hasn't waivered this fee and so not impressed.”
“Dreadful service no response since flight cancelled and asking for refund. Waited on the phone 3 hours my advise do not touch this company with a bargepole a bunch of charlatans. The CMA have announced refunds but Travelup have ignored this. If there was a zero I would have given them this.”
“Customer service via online and email for the coved 19 refund was handled very well by Janki who went through options and updated regularly. The refund came as promised and I found the £50 admin fee acceptable whereas many others have complained. Good work in difficult circumstances.”
“Hi Guys: I have spoken to George Bailey today and he was very helpful.
he took his time to explain and give the best option on my refund.
Surely these are not cowboys they've been in business for years with thousands of satisfied customers every year. it's time to give them a chance to cope with these unprecedented circumstances and show some understanding. just be a little bit patient when contacting them as they are very busy. but they do listen to their customers and they do strive to give the best customer experience to everyone”
“Do not use this company I booked a hotel that was later closed due to Covid-19. Hotel happy to give refund but upon receipt this company refuses to refund the money to us. Customer service is horrible. Unresponsive other than to say they will ask their "supplier" which they have now said for 4 months. Now I have to sue them to get my money back. NO phone number should be a hint they hide from their responsibility”
“Do NOT use this travel company. They may be cheaper but their customer service is awful. I have yet to receive a full refund after changing their terms and conditions recently due to covid-19. I hope they go bust. Take your business elsewhere.
Adam”
“After thinking I was not going to receive any refund, I sent an email to the ticketing department and had a response! In fact I received a refund but not the full amount they first stated but when I pointed this out to Janki, the balance was Refunded too. Thank you”
“Do not use this company - they have not refunded us the cost of our cancelled flights to Canada agreed by the airline or our return flight!!
We have spent up to two hours in phone queues only to be cut off without anyone picking up!! Nobody will reply to emails either!! Save yourselves the heartbreak of using such a terrible company.”
“Same as many others, charged an extortionist amount for cancelled flights. They are taking advantage of a difficult time and making money from it. Shame on you Travelup. Beware customers do not do business with.”
“I am just another customer in the same situation. Who is going to challenge this company? Where can we go to report this atrocious behaviour? Do Travel Up not realise by alienating their customers they are doing damage to their business. This will have long term consequences. Do the right thing Travel Up show us you care.”
